What outbound caller ID is used when calls in my Amazon Connect contact center are transferred to an external number?

Resolution

Note: There are three ways agents in your Amazon Connect contact center can transfer calls to an external number. The outbound caller ID that appears on the external destination number's side depends on the transfer method used.

If the call is transferred with an external quick connect

The outbound caller ID depends on if the agent is on an active call or not.

If the agent is on an active call

The original queue that the call is serviced from provides the outbound caller ID.

For more information, see Set up outbound caller ID.

If the agent isn't on an active call

The outbound queue of the agent's routing profile provides the outbound caller ID.

Note: You can override the outbound caller IDs in your agents' routing profiles by using the Call phone number block in a custom outbound whisper flow.

For more information, see Create quick connects.

If the call is transferred with the Quick Connect number pad

The original queue that the call is serviced from provides the outbound caller ID.

For more information, see Transfer calls to a quick connect or external number.

If the call is transferred with the Transfer to phone number contact block in a contact flow

The outbound caller ID depends on if a caller ID is configured in your Transfer to phone number contact block or not.

If a caller ID is configured

The configured caller ID appears as the outbound caller ID on the external destination number's side.

If a caller ID isn't configured

The caller's caller ID appears as the outbound caller ID on the external destination number's side.

For more information, see the Properties section of Contact block: Transfer to phone number.

Important: If you're using Amazon Connect outside of the United States, it's a best practice to set the Caller ID number as an Amazon Connect number. Local regulations may cause telephony providers to block or redirect non-Amazon Connect phone numbers.

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Related information

Why your caller ID might not appear correctly to customers